£20000.00 - £25000.00 per annum
over 1 year ago
Cherry Professional are currently recruiting for a Customer Service Team Leader for their client based in Nottingham. You will ideally have 3 years experiences as a Team Leader or in a similar role. The Customer Service Team Leader is responsible for the effective management of the Customer Services team and the smooth running of its systems and functions. Responsibilities will also include providing administrative support to the senior leadership team, co-ordinating and producing reports.
Improve customer service experience, create engaged customers and facilitate organic growth
Ensure customer statuses are reflective of field activities real time, including maintaining the customer's portal and the company's database
Take ownership of customers issues and follow problems through to resolution
Develop, maintain, and optimise service procedures, policies and standards
Use of lean methodologies and tools to build efficiency in delivery
Keep accurate records and document customer service actions and discussions
Analyse statistics and compile accurate reports, to determine action for achieving required KPI and SLA performance
Determine and control resources and utilise assets to achieve qualitative and quantitative targets
Recruit, mentor and develop customer service advisors; and nurture an environment where they can excel through encouragement and empowerment
Conduct performance management and maintain high levels of morale, through an appraisal programme, objective setting, regular 1:1 reviews and team meetings
Hold regular team meetings, generate team and individual feedback in respect to process and service improvements
Manage a robust absence process
Maintain an orderly workflow according to priorities
Role model the company values
Experience of working in a customer service team and in a fast-paced environment.
Knowledge of customer service principles and practices.
Delegate required tasks and work streams
Timely completion of general housekeeping activities
Achieves revenue and margin targets
Achieves strategic customer objectives, KPIs, and SLAs as defined by the company.
Maintains high customer satisfaction ratings and Retention scores.
Other role that you may have applied for are Customer Service Manager, Customer Service Leader, Customer Service Team Leader and Office Manager
Cherry Professional are advertising this role on behalf of the client.